...
By checking the Directory check box, gives the option for the Contact to appear in the Directory in the CustomerCenter. The Phone Number of the Contact must also have the Directory flag set. Whether the Phone Number will appear along with the Contact in the Directory will depend on the Phone Service having its Directory flag set to false. This allows the Contact to appear in the Directory independent of the Service.
Next, select one or more Type of Contact from the drop-down list of available types. Keep in mind that based on the User's choice of Type of Contact some previously optional fields may become required. Additional tabs may also become available and may have their own required fields. For example, if the User selects the Customer type, a new Customer tab containing required fields appears in the Contact data entry form.
| Include Page | ||||
|---|---|---|---|---|
|
Worker / Contact tabs
| Include Page | ||||
|---|---|---|---|---|
|
...
This is a specialized iteration of the Customer contact type which oversees a Departmental Hierarchy unit. In PCR-360, Departmental Hierarchies are departments – and those departments contain Customers. Coordinators are required to be Customers themselves, and the application enforces this requirement when the types are manually added. Any Coordinator that is assigned to a Departmental Hierarchy has the privileges to submit Service Requests in the CustomerCenter for other Customers of that Departmental Hierarchy. The Coordinator can also view bills for other Customers in their Departmental Hierarchy. Additionally, when a Departmental Hierarchy is specified as the owner of any service or equipment, all communications (notifications) regarding that service or equipment is sent to the Coordinators. See Setting up Coordinators for more details.
Guest
This type is used whenever PCR-360 cannot determine a type to assign to a Contact. As the application processes incoming emails, a Contact is created for each unknown email address coming into the system. These new Contacts are assigned as the Guest type.
...
For the steps to create a Service Rep, please see our How-To article.
User
This type is assigned to any Contact that is also a User in the system. The system creates an internal User record for everyone who accesses the application, and this User record must be associated with one Contact record. Personal details for each User (First Name, Last Name, Email, Phone, etc.) are stored in the associated Contact. This Contact must be a User type.
...
This type is used to classify a Contact as a VIP. When a Service Desk Incident is received from a VIP Contact, it assigns the appropriate 'Urgency' to that Incident based on the Tenant's default 'VIP Urgency' setting.
Worker
This type specifies that the Contact is a Worker (or Technician). Workers are utilized by the system when assigning Workflow and labor. Each Worker must be assigned to at least one Workgroup.
...
- Select the phone number desired by double clicking or single clicking the phone number and clicking the
button. - Click the
check box to set the number as Primary.
- Click the
...
Users can delete any item on the Workers/Contacts Grid by double-clicking the item or highlighting it and clicking the button above the grid.
Bulk Updates
| Include Page | ||||
|---|---|---|---|---|
|
Replacing a Contact
This button replaces all instances of a Contact with another Contact. To use Replace, select a Contact and click the 
button. The Contact is replaced by any Service Order/Action, Service, Equipment, Workflow, Vendor, Coordinator, GLA, Location, or Purchase Order where that Contact appears.
To use, select a Contact to replace and click the 
button. The Select Replacement Contact dialog opens.
...
The Contact is replaced on any Service Order, Service, or Equipment where that Contact appears. Because the Replace function can change LARGE volumes of data is highly recommended that this button is permissioned where only authorized Users can access it. For more information on securing the Replace button, see the Permissions and Best Practices sections.
The Delete Contact checkbox serves a dual purpose. The default behavior leaves the checkbox unchecked. This makes the Replace function leave the Replaced Contact Active and simply replace it anywhere it has been previously associated if it can. If the User selects the Delete Contact checkbox, the Replace functionality tries to delete the existing Contact. If the Contact cannot be deleted because of any lingering associations, the Replaced Contact record is set to Inactive instead.
...